ComplaintsforFurniture Fair

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife who is recently handicap was trying to find a rocker recliner for comfort we reached out to Furniture Fair by phone to purchase one. Tiffiney said she was able to sell chair over the phone. picked up chair on 10/20/23 got it home and chair had issued the handle was too hard to operate. and chair leaned to the right.so we called Tiffiney to return the chair. she said that was fine. I returned the chair on 10/22/23 at which time Tiffiney told me only way to get refund is for my wife to come in a try some other chair. I told her that was hard for her to do but we will try. Went to store on 10/25/23 was told we had to see Grant the sales manager he walks around the store with us hoping to find a chair that works. They did not have one that work for her. we told him what Tiffiney told us about the return and he said he would have to talk to his boss the next day. so, to date Grant will not return my calls or answer his phone. They have the chair and the money for the chair. We are just wanting are money refunded.

  

  Business response

  12/05/2023

  The full amount of money *** ****** paid for this chair has been refunded back to his credit card.

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

  Customer response

  12/15/2023

  Hello this message is regarding complaint #********.it has been two weeks and My refund from furniture fair has not been received. Can you help with this.
  

  
  

  Thank you
  

  

  Business response

  12/18/2023

  We spoke to *** ****** today and emailed him copies where the money was disputed with the credit card company, we accepted it and the money was removed from our account on 11/13.  He will contact the company and see what needs to be done to release the funds back to him.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought sofa from Furniture Fair in 2019 - they talked me into a warranty by telling me with such an expensive purchase, I needed to protect it agains accidental damage, spills, pets, kids, etc. I asked what happened if one part of the sofa had to be replaced (it's a sectional) wouldn't it look obvious due to the fact that it would be new material vs. old, or professionally cleaned section vs. not professionally cleaned, etc. The salesperson advised me that that was all taken into consideration and that would not happen, as it was protection for my entire investment. Well that isn't what happened. 1. I have been waiting on one repair for over a year, now that it is finally set to happen, mention how the material won't match and repair company says that's not their issue. I called furniture fair for some help, and I was basically told that no one told me that and if they did, I should have recorded it and it was not their issue as they only sell the warranties they don't service the furniture. I then mentioned that I felt like they were selling a bad product and they should hold some responsibility and they just said that wasn't how it worked. After a year of waiting for a repair and then Furniture Fair doing basically nothing, I feel like I have been taken advantage of twice .

  

  Business response

  10/31/2023

  We spoke to *** ****** today.  Nothing has been done to install any of the parts for her sectional.  We tentatively have an appointment for Saturday 11/11/23   from 8:00-10:00 to have one of our service technicians  go to her home and evaluate what she has, if other parts are needed and come up with a plan to get this resolved.  She is also waiting for a representative from Montage to call her back so these plans may change depending on what resolution will work best for *** ******.  We do appreciate *** ******** business and patience trying to get this taken care of.  

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I only selected reject because, as of yet, it is not  resolved.  Furniture Fair has made a good faith effort and did call me to discuss the issues.  I am very appreciative of them reaching out and working to try to find a solution - my only regret is that I called them two other times and it took me filing a complaint with BBB to get any kind of serious response.  Of course, I cannot put blame on them as I have no evidence that the people I spoke with earlier did anything after my phone calls and the reason for no response could be simply from a lack of concern by the customer service associates I spoke with.

  My other issue still is that even if Furniture Fair makes the repair, it has been a year and the couch will not match as well as it would have had the repair been made in a timely manner, which the Furniture Fair representatve did seem to understand my issue and stated that they would like to see the couch (totally understandable) in order to see what they could do.

  I am awaiting a return call from Montage to see what they are willing to do, as most of the issues were created by their mishandling of the claim. 

  
  Regards,
  
  ******* ******
  

  

  Business response

  12/05/2023

  Montage has authorized the replacement of *** ******** *** and *** sofas .  They are being delivered today and we a re hopeful all will go well

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Furniture Fair worked on my behalf to secure the replacement of my furniture.  I was also told that the old couch will be repaired and donated to someone who can use it, I think this is quite extraordinary and they should be commended for their community commitment.

  
  Regards,
  
  ******* ******
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 15, 2020, we purchased an electric couch and recliner from the Jeffersontown, KY location along with the Platinum Complete 5 year warranty through Montage. On March 22, 2023 we submitted a claim with Montage Furniture Services, as a piece of the recliner's frame broke and would not allow the recliner to return to the sitting position. On March 27th we were told the part was ordered. On April 18th we followed up Montage and was told again that the part was ordered and they have no control over how long it takes to receive parts, but to "please allow up to 12 weeks to receive that part". We contacted Furniture Fair in Jeffersontown, KY hoping to get some assistance (our recliner was in a fully extended position in our living room) and were told the same information - they have no control and we would need to wait on the part. We are now well past the 12 weeks since that email, let alone since the part was ordered. Furniture Fair is still selling this same recliner. Why would you not replace the recliner rather than tarnish your name with selling not just furniture that breaks, but a warranty that is worthless?

  

  Business response

  09/03/2023

  We were sent an authorization from Montage the end of March 2023 to order a new mechanism for Mr.and Mrs. ******* recliner.  We contacted the customer to let them know we received this authorization and would be ordering the part.  5/5/23 we received an email checking the status of the part and we left a voicemail for them with the information that the ETA on this part would be 7/18/23.  We also spoke to Mr. on 5/5 and explained that as a retailer, we do not make the merchandise and have to order parts from them as issues happen.   This specific manufacturer is overseas and parts come on containers only and can take additional time to receive.  6/22/23 we notified Mr. ***** *o let him know that the ETA was still showing 7/18/23 and we were hoping to get it then, however delays were still possible.  Unfortunately the part did not arrive until early August and we delivered the part to them on 8/23/23.  Once this was delivered, it was up to Mr. and Mrs ***** *o contact Montage to install the part.  According to Montage's records, they opted to install this themselves.  We understand how frustrating it can be to have to wait to get things repaired as we deal with this issue along with our customers.  We would like to apologize again for the inconvenience and appreciate their business.

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and accept their response.  I believe Furniture Fair should have a maximum amount of time (12 weeks is ample enough) before they deem it too long to receive a part and decide to replace the entire unit.  Waiting this long for a resolution is unacceptable.  We replaced the part ourselves, but this situation will definitely affect how we do business in the future.  
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch and recliner beginning of June 2023 from Furniture Fair in Fairfield. I was NOT told about the 3 day satisfaction guarantee. I called them on 6/25/23 asking to exchange the recliner as it is seriously hurting my back, shoulders and neck. They informed me that could do nothing to help me. I’m just stuck with it and out of luck. I scoured the paperwork, there is nothing on the paperwork that says a buyer only has 3 days. This is deceitful and dishonest business practices not to disclose or have in writing their policies. I believe an exchange is fair since it hasn’t even been 30 days. This is not a minor issue. This involves my health. The attached is the only sales paperwork I received- it does not state what their policy is. I paid extra for the protection plan. This recliner is ergonomically bad and has created new health problems for me.

  

  Business response

  07/26/2023

  *** ******* purchased a reclining sofa and chair from our Fairfield location that was delivered on 6/2/23.  The furniture came with a 1 year warranty to cover  manufacturing defects. Furniture Fair offers a 3 day happiness/satisfaction guarantee on merchandise that is not purchased as is or clearance to help our customers in the event they purchased something that just does not work for them.  This information is posted on our website.  Although we understand that the recliner she chose is not comfortable for her, it is not defective so the manufacturer will not take it back and since it was delivered to her home, it is now used furniture that we would need to have cleaned and sterilized in order to now sell it at a discount in an outlet.  We have left a couple messages for *** ******* to please call us back.  We would be willing to let her return the recliner with a 25% useage fee and the balance as an in-store credit to be used toward another purchase.  We do appreciate *** ********* business and would like to be able to help her with this  issue.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into a local store in *********** **** for furniture fair. I sat and several well most of the recliners they had and purchased the one that I like the best online. The reason I did it online is they didn't have enough salespeople to help me. When the chair arrived almost immediately there was issues. I have contacted them they have sent out a tag he did nothing but make it worse. I went back to the store and said I will gladly exchange my new chair for this old one on your show floor and he's replied he couldn't do that. This chair is almost impossible to get out of at times and I have literally pulled muscles trying to get out of it. It also pops when you rock and the padding is nowhere near the quality that's in the chair on the showroom floor. This is a clear absolute bait and switch. Here is a great chair that's comfortable and works appropriately but when you buy it you get a chair of less quality much less quality. I can even feel the metal in the footrest and I have to put something behind my back not to fill the metal in the backing. I simply want the same quality chair that's on the showroom floor. This chair was over $900 not like I bought it at a local thrift shop for $20

  

  Business response

  06/24/2023

  So sorry for the delay in getting this taken care of.  *** ******* will be coming into the store to see about a different recliner.   We have agreed to exchange her recliner for something that will fit her needs.  We appreciate her patience during this process 

  Customer response

  06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a power recliner from Furniture Fair in ********** ****. Everything went fine untill the chair was used for about 2 weeks. the problems in the chair was the right arm you felt wood and metal when sitting in it. Also the foot rest hurt your feet due to the same issue. Lastly it made an unusal noise when putting up the foot rest. When I looked at the store display it made the same noise. I sked the sales person about it and she said no mine would not make the noise but if did, I called the store and was told they would send a repairman to my apartment. The repairman came and said the chairfilling hadmoved and that it couldn't be fixed at which time I wanted it to be returned and possibly repurchase another chair. I went to the store and was told my the salesperson that he was showing me the best chair available. It seemed ok so I purchased it. The chair was delivered and immediately I noticed the chair was broken. I told them told them to take it back. The delivery people saiid they wouldn't be able to put it back on the truck but they would come back for it that day. I had to doctor appoinments that afternoon and would have to leave at 2. They didn't come by 2 so I had to leave. I got a call at 235 stating they were there but there was no answer at my door. I again explained to the store so she said they would be back at 330 but they came at 440. I got a refund for the chairs but was not given a full refund. I called the store and they said I had to pay for both deliveries and both sales tax and a ussage fee of 300.00, I called the store they told me that I had to pay the fees which per the store manager was not refundable which, I do not agree. No where in the guarantee does it state anything about these fees. The second chair was broken before even delivering the chair. I'm out 1100.00 dollars for buying 2 defective chairs which is the amount i want back.

  

  Business response

  05/16/2023

  ** ****** purchased a recliner $1,648.99, the protection plan $249.99  and paid for delivery 119.99 service to her home plus tax for a total of  $2,176.45.  This was delivered 3/15/23.  The recliner came with a 1 year factory warranty to cover manufacturing defects and Furniture Fair offers a 3 day happiness guarantee to cover a customer changing their mind.  3/27/23 we were contacted with a concern she could feel the frame on the footrest and 1 arm.  3/31/23 we sent a service technician to her home and he found no defects with the recliner.  The padding needed to be fluffed some and the rest is just how the chair is made.  *** ****** spoke to the store manager and was given the option to return the chair however there would be a $300.00 useage fee.  Also we would not refund the original delivery fee since we did make the delivery and would be picking up the chair in her home.  We also agreed to waive the useage fee if she wanted to come in to reselect something else.  *** ****** did come in, selected a different chair, paid the difference and we added a discounted charge for this delivery and she paid the difference of $1,034.75.  When we made the delivery of the new chair, the drivers set it up and tested it while there.  The footrest moved slower than she thought it should and after they left, she called in to have it picked up and canceled.  We went back to her home and picked up the chair.  At that point, we voided the new chair including the delivery fee.  We wrote a sale for the $300.00  plus tax for the usage fee and refunded everything else back to her except the $323.40 for this sale and the $129.35 from the original delivery.   We have credited $2,758.45 back to her visa card as agreed when she canceled the chair.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a custom made dining room table and four chairs from Furniture Fair in ************ **** 11/30/22. It was made by **** ****** Furniture in ***** ********. We were told it would be available in approximately 12 weeks and it was ready in 13 weeks. It was delivered on 3/16/23 and the delivery/assembly men noted that the table top was not correct and slides from side to side. He notified customer service at Furniture Fair from our home about the problem. He stated he never had a problem like this in all his delivery history and that we would get a phone call from a representative within 48 hours. We never received a phone call concerning our problem so I called customer care on 3/20/23 and spoke with a male who stated he would reach out to *** repair service to come and fix the table. I had to call again on 3/21/23, 3/23/23, 3/27/23, 3/28/23 and finally a scheduled appt. was made to assess the problem for 4/4/23. No one called or came. 4/3/23 I called **** ****** and was told they could not help me I needed to have Furniture Fair touch base with them, they do not take calls from consumers. 4/4/23 I called the manager at Furniture Fair and he notified customer service at Furniture Fair. The following day 4/5/23 I received a call from *** and an appointment was scheduled for 4/7/23. *** arrived at 1:45 pm during the scheduled time and evaluated the table. He stated he did not know how to fix the table and he had never encountered a problem like this. He was going to recommend that the table be returned and a new one be made and that I needed to reach out to Furniture Fair. I called customer service on 4/10/23 ands told she was checking on how to assemble the table correctly and would call back. No call again. We paid 3073.50 for the set along with delivery fees. We are very discouraged our new table is broken. Why should we have a new table fixed?? We have waited for 4 weeks and have made 3 payments with no resolve to our problem.

  

  Business response

  04/24/2023

  After speaking with the manufacturer, sending photos and the service technician report, it was determined that there must be a defect somewhere in the glide system on the table top.  We have ordered a complete new table for *** **** and are expecting it the week of 7/5.  We appreciate *** **** giving us this opportunity to get her a new table.  We also would like to apologize for the frustration we have caused due to a lack of communication within our organization.  

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by the sales person. Purchasing the extra premium coverage took care of the furniture far beyond the 1 year warranty. That also covered any type of cleaning necessary for the furniture. This also covered any tear or spill on the fabric. I just want them to clean the fabric as I was lead to believe they did. See Attached

  

  Business response

  02/20/2023

  Spoke to ** ******---we do not have a resolution right now.  He has agreed to send photos of the issue and we will do some research once we receive them to hopefully find a way to help get this taken care of

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid over 4k for a 3pc motorized reclining living room set from Furniture Fair in Eastgate Ohio about 18 months ago. I paid an additional 400 for the extended warranty which covers everything after the 1yr manufactures warranty. About 5 months ago, with the furniture being 1 mo outside of the 1yr manufactures warranty, the loveseat quit working completely. On Dec 30 the couch quit working. On Jan 8th the chair is now dead. I've been dealing with the 3rd party warranty company, Montage, since early Sept and still have nothing resolved on my loveseat. I called Furniture Fair to complain about Montage and asked for their help. They basically wrote us off leaving us to deal with a warranty company they said was a good service and worth the money. So i have a couple complaints. One, they sell "premium" furniture that didn't last 18 months. They've teamed up with a 3rd rate warranty company that has tons of complaints against them just to sell you a piece of paper. Basically, after the sale you are dead to them. It's a shame because we've always considered them to be a good furniture store and we've been buying from them for many years. But since this experience I've changed my mind about going back. I warn you, don't waste your money buying anything from them, especially the extended warranty through Montage which isnt worth the paper its written on. I've filed a complaint on Montage as well. I encourage you to look them up as well. If it didnt mean sitting on the floor I'd load up all this crap and drop it on their front door step. I will be letting everyone I know about my experience and I plan to use social media to expose what really happens after the check clears. Do you homework, check the reviews and make good choices. I wish we would have.

  

  Business response

  02/20/2023

  We have been working with Montage and Mr. ***** to try and get all of this resolved.  We are waiting on the factory to give us an update on the button assembly  originally ordered for the loveseat.  However, in the meantime we were able to find 2 button assemblies and sent our technician to drop them off for Mr. *****.  He has installed them and the loveseat is now working.   The button we ordered for the loveseat we will be able to use for the chair that is not working now.  The sofa that has now quit working, Montage sent a technician and mis-diagnosed the problem.  They sent an authorization to order new motors when that is not the issue.  We have put the correct buttons on order for the sofa and are working with Montage for them to take care of.  These parts come on containers and unfortunately take longer that what we would like.  We appreciate Mr. ***** patience and willingness to work with us to get this resolved.  As soon as the parts arrive, we will get them to him asap.

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that even though the issue has not been resolved, Furniture Fair Corp is doing everything they can to see that we get it resolved. I'm confident we'll get there now.
  
  Regards,
  
  *** *****
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Furniture Fair (****** *****) back in February 2022 and purchased a loveseat. Part of the loveseat was bent in transport. It has been 10 months and I'm still waiting on a replacement part. It was supposed to be here in August 2022 but the wrong part was shipped. The earliest they're telling me is now January 2023, which is 11 months since I bought the loveseat, which is only if the right part comes this time. There is severe wear on the padding on the parts that recline because of this bent part. The best customer service can tell me is "too bad" while showing a tremendous lack of caring. I think a new loveseat to replace this defective product would be reasonable, especially considering the runaround for the last 11 months. Barring an exchange, a complete refund would be acceptable, given that I will need to buy a new loveseat to replace this one because of the bad wear starting to be visible.

  

  Business response

  01/11/2023

  *** ***** purchased a loveseat that was delivered on 2/10/22.  We were contacted on 3/14/22 that there were some loose strings and that the loveseat sat crooked.  We had a service technician go to his home 4/1/22 and ended up having to order a mechanism.  The original mechanism came in wrong from the factory so it had to be re-ordered.  Although we kept *** ***** update on the e.t.a of the new part, it took a long time to get it.  The part has finally arrived and we scheduled the service technician to go back to his home 1/10/23.  The part was installed and the loveseat looked good and was working properly when he was finished.  We understand how aggravating this was and appreciate *** *****' patience during this ordeal.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩